Operations Support Specialist II

Working for Pacific Service Credit Union

We put people first. That includes our members, our employees and the communities we serve. We hire energetic and enthusiastic people who want to work as part of our team.

What’s in it for you?

Health insurance coverage: We provide our employees with 100% premium employer-paid medical, dental, vision, disability and basic life insurance for full-time employees and a low monthly premium for eligible dependents.

401k: We contribute 3% of your base salary to your 401k account regardless of whether you contribute or not. In addition, we match 75% of your contributions up to the first 3% of eligible compensation beginning after your first day of employment and up to 6% after three years of service. Employees are vested at 100% for all employer contributions beginning the first day of employment.

Bonus program: All employees are rewarded for attaining our annual organizational goals.

Tuition Reimbursement program for employees eligible after six months of service.

Recognition program where employees can be nominated by management, their peers or by members.

Employee referral bonus.

Student Loan Repayment Assistance: Contributions toward your student loans every month by the credit union after six months of service.

Employees are eligible to receive a consumer loan rate discount.

Vacation and sick time: Full-time employees receive more than two weeks’ vacation per year, 11 paid holidays and 10 days of sick leave.

Our Hiring Process

We believe it’s important for you to know where you stand in our hiring process. Below is an outline of the steps we take to make the best hires possible.

Apply: Submit your resume for one of our job openings.

Our Talent Team and our partner – Total Quality Consulting (TQC Team) will review your submitted information and will call or email successful applicants for an interview as soon as possible.

In-Person Interview: After a screening call with TQC, we’ll invite a final number of candidates to our office for an in-person interview or set up a live Zoom meeting with the hiring manager(s).

If we believe that you have what it takes, we'll make an offer and provide next steps in the hiring process!

Pre-employment requirements include an employment application, standardized testing, including aptitude or skill-set test, a drug screen, a credit screen and a criminal background check.

About this Role

At Pacific Service Credit Union, we are committed to strategic growth through trust, innovation, and operational excellence. By empowering our internal teams with the tools and support they need to succeed, we strengthen organizational efficiency, ensure compliance, and advance our mission of enhancing member financial well-being.

The Operations Support Specialist II is responsible for performing essential back-office functions to ensure accurate account processing, regulatory compliance, and exceptional member service. The role completes daily tasks, including mail processing, deposits, loan payments, outgoing wire transfers, digital account openings, and complex account requests. The specialist collaborates with multiple departments to resolve issues, support reporting, and assist with system enhancements and testing. The Operations Support Specialist II maintains accurate records, researches account inquiries, prepares documentation, and contributes to process improvements while recommending enhancements as needed. The role delivers strong organizational, communication, and problem-solving outcomes while upholding all regulatory requirements and the credit union’s core values.

This role requires an organized and dependable individual with strong communication skills and the ability to complete tasks accurately and on time. The position supports the team and organization by assisting with day-to-day activities, completing assigned projects, and contributing to efforts that advance organizational goals and uphold core values, while enhancing member/service outcomes.

Essential Job Functions

• Proficient in the day-to-day operations of the department including processing daily incoming mail and taking appropriate actions on deposits, loan payments, account ownership changes, verifications of deposit, and other items with accuracy and thoroughness.
• Apply advanced knowledge in processing remote outgoing wire transfer requests with accuracy and efficiency.
• Apply advanced knowledge of processing digital account opening applications submitted via PSCU’s website or digital banking platforms, demonstrating sound judgement providing clear explanations to support decisions.
• Consistently meet or exceed goals for cross-selling credit union products and services to members.
• Identify and correct member account transactions, including account deposit and loan payment adjustments through research and follow up.
• Proficient in reviewing and processing subpoenas requests. Ensure timely follow up and payment of subpoena research fees.
• Working knowledge of IRAs and IRA account administration, including IRA mandatory distributions and the monthly IRA RMD distribution process.
• Highly skilled in critical-thinking and problem-solving and ability to maintain and follow up on tasks to meet critical dates and deadlines as assigned. Able to work independently and as a team member.
• Partner with the Operations Manager, Operations Assistant Manager, and multiple departments to provide reporting and resolve issues on cross-functional projects.
• Demonstrate excellent organization, planning, and prioritization skills effectively managing multiple responsibilities and working with multiple data systems.
• Proficient in all eCommerce delivery channels and skilled at utilizing available resources to resolve members’ electronic account access issues.
• Demonstrate experience in testing and implementing eCommerce system enhancements and upgrades using test scripts, and provide guidance to department staff in these processes.
• Perform Symitar release testing, as well as yearly disaster recovery action items with the aid of test scripts and provide guidance to department staff in this area.
• Highly skilled communicator, who is adept at active listening and uses clear, concise message content – in verbal and written communication.
• Provide input to the Operations Manager or Operations Assistant Manager of potential training opportunities for the team.
• Able to assist with training the department staff, as requested or assigned.
• Identify and recommend opportunities and methods to streamline or improve the work process and work environment, including updating procedures, as needed.
• Embrace the organization’s core values in all interactions with members, team members, and other employees.
• Receive, review and take applicable action on deceased accounts and power of attorney requests, as needed.
• Contribute to company innovation and continuous improvement. Foster a culture of evolution by adapting to changes, optimizing processes, and contributing to the growth and success of the organization.
• Demonstrate accountability in your work by taking ownership of responsibilities, setting clear goals, meeting deadlines, and delivering high-quality results. Act with integrity, follow through on commitments, and uphold
• professional standards.
• Support and uphold company culture by aligning your work with the credit union’s mission and values, contributing to a positive, high-performing environment.
• Demonstrate dependable performance including attendance and punctuality, recognizing that it is essential to organizational excellence and operational success.
• Comply with all anti-money laundering laws, including the Bank Secrecy Act, OFAC regulations, and the USA PATRIOT Act, as well as all related policies and procedures.

Supporting Functions

• Provide back-up and support to management, as directed.
• Performs special projects and other responsibilities, as directed.

Competencies

The following competencies are essential for success in this role:

Job knowledge: Demonstrates solid job expertise; learns and applies new skills effectively; works with minimal supervision; understands how work impacts others; uses resources efficiently.

Effective communication: Communicates clearly and concisely; tailors messages to audience needs; engages listeners; keeps stakeholders informed.

Problem solving: Identifies issues early; gathers and analyzes information effectively; develops alternatives; resolves problems promptly; contributes productively to group solutions.

Quality of work: Delivers accurate, thorough work; proactively reviews processes; prevents recurring issues; ensures deliverables meet all standards, expectations, and deadlines.

Member focus: Shows courtesy and professionalism; manages difficult situations constructively; meets commitments; responds promptly; seeks feedback to improve service.

Collaboration: Builds strong working relationships; demonstrates tact and professionalism; supports others; works cooperatively; helps resolve conflicts productively.

Execution: Translates strategy into action; pursues goals with focus and urgency; commits the necessary effort; implements plans efficiently and delivers results within required timeframes.

Required Minimum Qualifications

Education:

• High school diploma or equivalent, required.

Experience:

• Two (2) to four (4) years of experience in a credit union or financial institution as a teller, including check and cash handling.
• Experience performing advanced account administrative functions in compliance with federal regulations, including IRAs, certificates, subpoenas, and powers of attorney.
• Ability to utilize digital banking platforms to support member transactions and account management.
• Proven ability to work effectively in a fast-paced, dynamic environment with strong attention to detail and accuracy in repetitive tasks.
• Demonstrate proficiency in clear, professional written, oral, and interpersonal communication with members and credit union staff, including the ability to manage difficult conversations.
• Experience handling telephone inquiries and managing challenging member interactions with professionalism and composure.
• Experience promoting and cross-selling credit union products and services to meet member needs.
• Proven ability to maintain punctuality and consistently adhere to assigned work schedules.
• Demonstrate enthusiasm, collaboration, flexibility, creativity, and a commitment to excellence within a team environment.
• Excellent oral and written communication skills, required.
• Must be proficient in computer programs (e.g., Microsoft Office Suite).

Preferred Qualifications

• Previous customer service and/or call center experience, preferred.
• Knowledge of Symitar software system, preferred.
• Previous experience in a financial institution with knowledge of financial products and services.
• Previous experience with financial products and services.
• Spanish/English bilingual language proficiency, strongly preferred.

Physical Requirements

Hearing: Ability to hear and comprehend spoken communication in person and over the phone.

Vision: Ability to view computer screens and read documentation with clarity and accuracy.

Verbal Communication: Ability to speak clearly and effectively to interact with colleagues and/or members. Frequent use of telephone headset may be required.

Manual Dexterity: Proficient use of hands and fingers for typing, operating office equipment, and handling documents.

Posture and Endurance: Ability to sit or stand at a workstation for extended periods; adjustable sit/stand desk options may be available to support comfort.

Mobility: Ability to move within the office environment to attend meetings or assist colleagues, as needed.

Lifting and Carrying: Occasionally required to lift and carry materials weighing up to 30 lbs.

Other Information

Hours Required: A work schedule of Monday through Friday, generally 8 a.m. to 5 p.m., with some alternate work schedules. This position is eligible for the credit union's telecommute policy.

Travel Requirements: Less than 5% local travel, required. Limited travel during the work schedule, primarily for training, meetings, or special projects.